Team Lead, Customer Support

TL;DR

Team Lead, Customer Support: Guiding and mentoring customer support teams to achieve operational goals and high customer satisfaction with an accent on problem-solving, professional etiquette, and continuous process improvement. Focus on monitoring business metrics, implementing user journey improvements, and fostering a culture of experimentation.

Location: Remote (Work location of your choice: office, remote, opportunity to work and travel)

Salary: €24,000 - €36,000 a year

Company

hirify.global is building an open, safe, and sustainable digital marketplace for gamers, supporting over 20 million active users globally.

What you will do

• Guide and mentor customer support team members towards achieving operational goals.
• Ensure excellent team communication, problem-solving, and professional etiquette for achieving the highest customer satisfaction.
• Provide supervision and technical assistance to the customer service team.
• Collaborate with other departments on staffing, hiring, and process improvements.
• Monitor business and process metrics to measure and manage customer support effectiveness.
• Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience.

Requirements

• Experience with setting clear deliverables and supporting the team in achieving Customer Success Metrics.
• Ability to inspire team members to look for continuous improvement and unlock growth opportunities.
• Track record of building engagement and managing hybrid or fully remote teams.
• Strong understanding of tone of voice principles and customer communication strategies.
• Project management experience and ability to apply continuous improvement to customer service procedures and processes.
• Good English level is required, proficiency is preferred.

Nice to have

• Experience leading teams of 10+ people.
• Experience working with evolving or early-stage products, services, or startups.

Culture & Benefits

• Opportunity to join our Employee Stock Options program.
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, opportunity to work and travel.
• Personal and professional growth supported by well-defined feedback and promotion processes.

Hiring process

• AI tools may be used to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.